An Open Letter From Julian Tagg

We value your ongoing support. Despite the overarching austerity is the Eurozone the club is committed to improving its customer service to you and everyone involved with your club.

We are especially keen to improve performance at all principal touch points with you and in particular the match day experience for families. To make the service to you renowned for being friendly and approachable. This is in keeping with our Customer Charter which spells out our objectives to continue to build and improve our service year on year and to increase the opportunities for you, the fans, to have your say.

We welcome all types of feedback, positive and negative, if you contact the club by telephone 01392 411243 during normal office hours, by email to customerservices@exetercityfc.co.uk or by letter to Customer Relations, Exeter City Football Club, St James Park, Stadium Way, Exeter, EX4 6PX.

Initiatives this year have been led by embarking on our first ever club wide customer care programme to ensure that wherever you are @SJP you will receive a consistent level of good service. In addition the feedback service has been refocused to ensure if you use the contact routes above we will respond to you within 5 days of yourfirst contact.

We are in rapid transition on a number of other fronts and hope that the improvements we are putting in place will have real tangible and noticeable benefits to you between the start of season and Christmas. Very shortly you should see the launch a revamped Volunteer programme to make our volunteers feel even more valuable, respected and cared for. In part this has been inspired by the 70,000 volunteers at the Olympics and a long-held belief that we should do more for people who regularly and generously give so much extra time and effort for your club.

Amongst a number of actions during the pre-season games we have experimented with three activities. Atthe turnstiles we are testing a new computer recording and accounting system. Ultimately this will provide us with greater accuracy and you with a speedier turnstile operation.

In the refreshment kiosks in the Stadium and Red Square there have been substantial work. Chips are now on the menu and have proved a welcome and immediate success. On the other side of the coin, introducing a multiple range of coffee options has met teething problems and operators are working hard to find a better balance between speed of service and quality of product.

In order to make your visit to matches more convivial we will be encouraging you to help take a stand against bad language. More will follow on this subject in subsequent weeks as your club becomes even more child and community friendly.

We are very grateful for your patience and appreciation during the friendly games as we have tested these and other minor improvements.